Senior IT Analyst

Job Description

Role: ServiceNow Legal Service Delivery (LSD) Developer / Configurator

Level: Mid to Senior (Individual Contributor)

Location: India

Engagement: Partner/Vendor Resource

Experience Range: Typically 5–10+ years overall IT experience with 3+ years on ServiceNow

Role Summary

We are seeking a mid to senior–level ServiceNow professional to support the build, configuration, and selective customization of the ServiceNow Legal Service Delivery (LSD) module for an enterprise client.

This role is an individual contributor position, responsible for translating functional requirements into high‑quality ServiceNow configurations. While the delivery approach prioritizes out-of-the-box (OOB) capabilities, the role may include scripting and custom development where necessary to meet business requirements.

The resource will be based in India and will work closely with a U.S.-based requirements and functional team, requiring strong communication skills and experience operating in a global delivery model.

Background: ServiceNow Legal Service Delivery (LSD)

ServiceNow Legal Service Delivery (LSD) Is a Purpose-built Application On The ServiceNow Platform Designed To Modernize How Corporate Legal Departments Manage Work. LSD Helps Legal Teams
• Centralize legal intake and request management
• Manage legal matters and associated tasks
• Gain visibility into legal demand, workload, and cycle times
• Improve collaboration between legal, business, and operations teams

LSD leverages core ServiceNow platform capabilities—workflow automation, data modeling, reporting, and integrations—to help legal organizations operate more efficiently and transparently.

Project Context & Goal

The project objective is to implement and evolve ServiceNow LSD as a central system for managing legal requests and legal operations workflows.

Key Outcomes Include
• Standardized legal intake processes
• Reduced dependency on email and manual tracking
• Improved reporting and visibility for legal operations
• A scalable and extensible platform aligned with ServiceNow best practices

This role supports those outcomes by acting as the primary configuration and build resource, ensuring the solution is functionally sound, technically scalable, and aligned with client requirements.

Key Responsibilities

LSD Configuration & Development
• Configure and enhance ServiceNow Legal Service Delivery (LSD) capabilities, including:
• Legal Intake
• Matter-related workflows and tasking
• Design and configure:
• Tables, fields, forms, views, and related lists
• Flow Designer workflows, approvals, and notifications
• Perform scripting and custom development (Business Rules, scripts, etc.) where required, following upgrade-safe practices
• Apply OOB-first design principles, clearly documenting exceptions
Functional Collaboration
• Partner closely with a U.S.-based requirements team to:
• Clarify functional requirements
• Recommend ServiceNow-aligned design approaches
• Validate solutions against business needs
• Translate legal and operational use cases into clear technical implementations
Reporting & Platform Quality
• Configure reports and dashboards to support legal operations reporting
• Participate in testing, defect resolution, and deployment activities
• Maintain configuration and technical documentation
• Follow ServiceNow best practices, governance standards, and naming conventions

Must-Have Skills & Experience (Screening Checklist)

ServiceNow Technical Skills (Required)
• 3+ years hands-on experience on the ServiceNow platform
• Experience configuring workflow-based ServiceNow applications
• Strong experience with:
• Tables and data model configuration
• Forms, UI Policies, and Client Scripts
• Flow Designer
• Business Rules and scripting
• Understanding of ServiceNow best practices and upgrade-safe development
Functional & Delivery Skills (Required)
• Proven ability to translate business requirements into ServiceNow solutions
• Experience working with global or distributed teams
• Strong analytical and problem-solving skills
• Comfortable functioning as an independent contributor

Communication (Required)
• Strong verbal and written English communication skills
• Experience collaborating with stakeholders in U.S. time zones
• Ability to explain technical concepts to non-technical team members

ServiceNow-Specific (Preferred)

Good-to-Have Skills & Experience
• Hands-on experience with ServiceNow Legal Service Delivery (LSD)
• Exposure to legal intake, matter management, or legal operations workflows
• Experience with:
• Reporting and dashboards
• REST-based integrations or IntegrationHub
• ServiceNow certifications (e.g., CSA, CAD, CIS) – optional / preferred
Domain Knowledge (Nice to Have)
• Familiarity with corporate legal departments or legal operations
• Experience supporting enterprise workflow transformation initiatives

Ideal Candidate Profile (For Sourcing Teams)

A Strong Candidate Will
• Be a hands-on ServiceNow configurator/developer
• Have real platform experience, not just administrative exposure
• Be comfortable working with partially defined requirements
• Communicate clearly with U.S.-based stakeholders
• Balance configuration-first thinking with pragmatic scripting where needed

Qualifications

Any

Range Of Year Experience-Min Year

4

Range Of Year Experience-Max Year

6